TELEPHONIC ETIQUETTE SKILLS


OBJECTIVES
1. To prepare and develop delegates for their roles and responsibilities as Frontline Executive staff members
2. To equip delegates with the necessary telephone management skills & knowledge to develop and nurture a relationship of trust and support in the organisation

COURSE CONTENT
DAY 1:
• Telephone Management – 4 Key Steps
• Creating a professional telephone image
• Ensuring that all information is obtained and readily available
• Identify problems & solutions
• Cultural diversity in the workplace
• Dealing with complaints and irritated callers
• Effective message-taking
• Time management & planning
• Voice performance
• Attitude and Behaviour
• Superior Customer Service Levels
• Techniques for effective communication
• Active Listening – 7 Steps
• Setting goals and monitoring progress
• Personal development put into action
• Practical examples and role plays
• Various Questioning Methods
• Organisational Structures
• Executing Enquiries
• Etiquette Rules

TARGET AUDIENCE
• Experienced and inexperienced employees
• Telephone support staff with customer and supplier contact
• Front line staff/Receptionists/Secretaries
• Any staff member utilizing the telephone

PURPOSE
• To equip delegates with knowledge and skills to gain a better understanding of the concepts of telephone etiquette
• To expand abilities within individuals or teams

LEARNING OUTCOMES
After completion of the Telephonic Etiquette Skills training course, delegates will be able to:
• Identify 4 Key steps in Telephone Management
• Apply a professional telephone image
• Identify problems & solutions
• Understand Cultural diversity in the workplace
• Deal with complaints and irritated callers
• Apply effective message-taking
• Understand Time management & planning
• Apply effective voice performance
• Implement & Understand Superior Customer Service
• Apply effective communication techniques

DURATION & IMPLEMENTATION
1 day:
• Can be amended to a 2 day interactive workshop
• 1 day feedback/assignments (optional)

PRESENTATION STYLE
Highly interactive and participative facilitation methods and techniques to enable delegates to gain experiential learning through lecture presentations, group work, role plays and case studies


RESOURCE REQUIREMENTS
• The workshop will take place at the client’s premises or at a venue mutually selected by the relevant representatives.
• Venue requirements: Board room/Training Room with tables, chairs and water on the tables.
• Learning aids requirements: Whiteboard and/or flipchart with pens, data projector.

ASSESSMENT METHODS
• Knowledge assessment: Both written and verbal assignments during the learning programme/workshops.
• Competence assessment: 1 Assignment to be completed and returned to the facilitator for evaluation and feedback to evaluate applicable skills & knowledge. (Optional)



FEEDBACK FROM DELEGATES:

- N Smit (HR Administrator: SABC):
“I have learned that positivity starts from within and affects your telephone manner.”

- M van den Berg (Receptionist: Rhino Linings SA):
“This has been an enlightening experience that has provided me with new insight on dealing with customers as I am the key person between the customer and the company.”



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